You’ll want to know about the department that our role is in…

Our tight-knit Groups Support team are our service smashers, delivering outstanding service to our partners in the UK and North America by phone or email. With a specialist customer base including schools, tour operators, VIPs and more, they’re the absolute pros when it comes to handling complex bookings with a problem-solving mindset that allows us to deliver the legendary service we’re known for.

The role

Do you want to make an impact on our growing business? We’re looking for an experienced Groups Operations Team
Manager with a focus on setting targets, monitoring success rates and actively coaching & developing team members.

Tasks & responsibilities include:

• Assisting and directing the team each morning to prioritise workloads, ensuring the team know which jobs have been allocated to them and what their responsibilities are
• Ensure a rota is in place to cover all shift patterns and sufficient cover for lock up of all offices
• Creating and implementing staff PDP’s
• Strive to boost productivity whilst maintaining the high level of staff morale
• Quality control of emails and calls ensuring excellent service standards are achieved
• Drive and lead process improvements ensuring teams objectives are achieved
  • Improve processes and efficiencies of Operations department to reduce write offs
  • Improve call stats by thinking of ways to streamline processes and reduce call volumes
• Take on new projects and processes effectively and efficiently
• Work closely with the systems team to escalate system faults as soon as they happen and work with sales to communicate these to agents if needed
• Deal with escalations from the team and investigate any errors to minimise costs
• Ensure check forms are being completed
• Assist with training/training plans & recording of staff achievements
• Communicate effectively with other teams within Tour Operator Partnerships (and wider) if required
  • Communicate effectively as a team – morning buzz – team meetings etc.
• Assist with the training of tour operators with regards to systems
• Undertake ad-hoc tasks delegated by the Groups Manager acting, when required, as a deputy
• Monitor service levels and report weekly
• End of week checks need to be completed to ensure bookings are being updated correctly
• Monitor the EMD log to make sure that all monies owed back from airlines is being refunded in a timely manner
• Ensure each revenue stream is up to date or ahead of their airline deadlines to ensure no bookings are cancelled
• Participate in airline training sessions
• Due to us having remote offices, you need to have an understanding of Microsoft teams and be aware of
  what your team members are achieving and focusing on in terms of workloads/priorities

The successful candidate will:

• Have previous operations team management experience with monthly targets
• Have previous experience with managing team members
• Ideally have travel industry experience, particularly within a Flights or Groups department
• Ideally have knowledge of airline GDS
• Be commercially astute with a strong customer service ethic
• Have a good knowledge of Microsoft Excel & Word
• Maintain high levels of accuracy with great time management skills
• Be committed to people development and be an enthusiastic and supportive team member
• Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact on the Travel Innovation Group
• Be aware of the company’s goals and strive to achieve at every opportunity
• The company is committed to recruiting and retaining employees of the highest calibre, people who only have the necessary skills, knowledge and experience in order to perform a role. As part of your role, there is a need to be involved in the recruitment and interview process if you have established a need to recruit